Service Desk Analyst / Information Technology

Socket.dev; Omaha (NE); On-site; USD 42,000 - 54,000; Full time

Job summary

Children’s in Omaha, NE seeks a Help Desk professional to triage calls, provide first-tier support, and route tickets to Tier 2 or analysts. The role involves remote troubleshooting, documenting actions, and escalating issues as needed. Strong communication and teamwork are essential.

Requirements include a High School Diploma or GED, 1+ year Help Desk experience, and familiarity with MS Office 365, Windows 10, iOS, and Android. Healthcare environment experience a plus.

Qualifications

• High School Diploma or GED required; Associate's Degree in IT preferred.
• Minimum one year of Help Desk experience in a customer service role.
• Experience with MS Office 365, Windows 10, iOS and Android.

Responsibilities

• Triages calls and provides first-tier assistance.
• Remotely accesses customer devices to troubleshoot and resolve issues.
• Documents actions taken on tickets and escalates as needed.
• Coordinates escalation with IT resources and notifies customers.
• Maintains attendance as an essential function of the job.

Skills

Customer service

Communication

Teamwork

Problem solving

Self-starter

Calm under pressure

Education

High School Diploma

GED

Associate's Degree in IT (preferred)

Tools

MS Office 365

Windows 10

iOS

Android

Job description

At Children’s, the region’s only full-service pediatric healthcare center, our people make us the very best for kids. Come cultivate your passion, purpose and professional development in an environment of excellence and inclusion, where team members are supported and deeply valued. Opportunities for career growth abound as we grow our services and spaces, including the cutting-edge Hubbard Center for Children. Join our highly engaged, caring team—and join us in providing brighter, healthier tomorrows for the children we serve. Children's is committed to diversity and inclusion. We are an equal opportunity employer including veterans and people with disabilities.

A Brief Overview

Responsible for facilitating the initial call from customer inquiries or incidents. Responsible for answering questions, creating initial tickets, and performing incident resolution. Provides immediate assistance when possible or routes calls or tickets to Tier 2, or analysts.

Essential Functions

• Performs triage to all calls and provides immediate assistance when possible.
• Triage and provides first tier support for incoming Service Desk tickets using network tools to remotely access customer devices and performs troubleshooting steps to attempt first call resolution. Routes calls and tickets needing in-depth experience to Tier 2 or respective analysts.
• Monitors all open tickets and documents all actions taken on tickets according to SLAs. Coordinates escalation with responsible IT resource(s) and notifies customer.
• Notifies Ticket System Admins of any changes or updates needed to system for more efficiency.
• Regular attendance at work is an essential function of the job.
• Perform physical requirements as described in the Physical Requirements section

Education Qualifications

• High School Diploma Required or
• G.E.D. Required and
• Associate's Degree from an accredited college or university in Information Technology Preferred

Experience Qualifications

• Minimum one year of Help Desk experience in a customer service role Required and
• Current experience with various operating systems and software packages including MS Office 365,Windows 10, iOS, Android. Required

Skills and Abilities

• Uses knowledge, skills to solve users problems.
• Understands and uses network tools to troubleshoot problems.
• Knowledge of the basic principles of network operating systems and user management.
• Skill in using network tools to solve user problems.
• Skill in the application of customer service etiquette.
• Excellent oral and written communication skills.
• Self-starter with personal initiative, able to follow direction, and good organizational skills.
• Work well in a team environment; supportive, collaborative, cooperative, service oriented.
• Ability to accept severe criticism from customers and respond calmly, professionally, and courteously that assistance will be provided.

Licenses and Certifications

• HDI - Help Desk Institute Support Center Analyst Certificate - Preferred

Children’s is the very best for kids and the very best for your career! At Children’s, we put YOU first so together, we can improve the life of every child!